Support Policy

Guidelines to get the best out of our support team

Query type

Details

Support level

Status

Demo site display

Your site does not look like our demo site? No problem, provide us your site details and we will help you. Temporary login info if provided makes this task a breeze. Login info can be submitted even in our forums in the hidden fields (mods eyes only).

100%

Excellent

Bugs

We hate bugs and act swiftly to crush them. Provide us steps to replicate the bug and let us do the rest.

90%

Excellent

New feature requests

As long as the feature will add value to the product and is requested by others too, we will add them.

80%

Maybe, maybe not

Customization

Limited customization support is available only for developers. For regular members minor customization requests may be fulfilled depending upon the workload and staff discretion.

80%

Limited

3rd party extensions issue

Lets face it, while we do test our templates with popular extensions at random but it's not possible to cover all of them. So, our take on this is very clear : if it works in Joomla default templates but not in our templates, we will try our best to fix it, provided the 3rd party extension developer is using standard unmodified dependent libraries.

75%

Very Good

Old versions

We recommend using the latest versions of products in your site but we also understand that its not possible everytime. If provided with full details, screenshots and temporary login details, we can have a look and try to help.

70%

Tricky

Adding module positions or layout changes

As long as it does not fall under major customization expect good support. Please note, sometimes the template concept can be restrictive, for example : we cant help to add module position in JA Smashboard which is horizontal scrolling as it may break responsive layouts.

40%

Maybe, maybe not

Javascript conflicts

We understand that javascripts conflict can put the whole site purpose in limbo. We always help investigate such issues and if it can be fixed from our side, we always fix them. If we express helplessness due to 3rd party extension issues, you will have to take it up with them. We are always ready to work with others to resolve such issues.

30%

Maybe, maybe not

Ping Pong

We hate it. We can not provide efficient support if you post single line poorly formatted questions without detailed description of the issue faced. You will only get blunt wild guesses as replies, not to mention the prolonged resolution time. Help us to help you.

20%

ignored

Server and Hosting

We can only help to point out issues, beyond that its between you and your hosting provider.

0%

Very very limited

Support Life Cycle

FAQs

Forums or ticket system?

We encourage use of forums for asking support questions. It helps to share knowledge. Ticket system is primarily for Developers and for sales queries.

Support Timing?

Support is available Monday to Friday 8.30 AM to 5.30 PM with reply time of max 24 hrs.

Support Domain limitations

We do not have any support domain limitations. You can use our products on unlimited domains.

Support Scope

Our support scope is limited to helping users get demo site alike display, bug fixes and guidance limited to the concept of template, any questions beyond this scope may be ignored but open for community contribution. Limited customization support is available only for developer members.
For paid products, support is for active users only.

Delayed Support?

Over the years we have refined our support workflow but there are still few avenues where the delay in support is inevitable. If beyond 24 hrs you do not receive reply, you can escalate the issue for intervention with any of the following ways : 1. Bump the thread / ticket 2. Provide ticket ID/ thread URL via Chat (right bottom) 3. Ping us on Facebook / Twitter.

Joomla! ® name is used under a limited license from Open Source Matters in the United States and other countries.JoomlArt.com is not affiliated with or endorsed by Open Source Matters or the Joomla! Project.